Patient Service Representative II

Job Description

Job Description

Description:

Are you looking to enter the healthcare field but haven't found the right opportunity to get started? The Michigan Institute of Urology (MIU) is looking for a motivated, professional Patient Service Representative II to join our team at our premier Troy – Town Center Building location.

Experience is preferred, but we are willing to train the right candidate. If you are organized, professional, and great with people, we will provide the tools and training you need to succeed in specialized medicine.

• Comprehensive Training: We will train you on our state-of-the-art EMR systems, medical terminology, and insurance protocols.
• Stable, Full-Time Schedule: 8 to 9-hour shifts (40–42 hours per week) with start times between 7:00 AM – 8:00 AM and exit times between 5:00 PM – 6:00 PM.
• The "Real" Work-Life Balance: Monday through Friday only. No nights, no weekends, and no holidays.
• Professional Environment: Work in a beautiful, modern suite at 130 Town Center Drive, Troy, MI.

As a PSR II, you are the face of our practice. You will ensure our patients feel welcomed and our clinic runs like clockwork by:

• Managing the Patient Experience: Greeting patients, handling the check-in/check-out process, and answering multi-line phones with a professional demeanor.
• Coordinating Care: Scheduling appointments, managing patient flow, and acting as a resource for the clinical team to ensure a seamless visit.
• Handling Financials: Verifying insurance cards, collecting co-payments, and ensuring patient records are accurate and secure.
• Leading the Way: Acting as a knowledgeable resource for non-clinical support and problem-solving daily office needs.

• The Right Foundation: A High School Diploma or equivalent is required.
• The Preferred Candidate: 1–2 years of medical office or high-level customer service experience is a plus, but not required.
• The Skills: You should be comfortable with computers (Microsoft Office), have a clear phone voice, and be able to stay calm in a busy environment.
• The Mindset: We want someone who is punctual, dependable, and genuinely enjoys helping others.

• Full Health, Dental, and Vision insurance.
• 401(k) Retirement Plan.
• Generous Paid Time Off (PTO), Paid Sick Time, and Paid Holidays.
• A stable, lifelong career path in the medical field.

GENERAL SUMMARY

The Patient Service Representative II ensures the patients receive the highest level of customer service and care. The Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
• Actively participates in problem solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards.)
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly.
• Punctual and dependent for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensuring that all medical records are accurate and complete.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 2-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%